Integration Challenges: CTI, CRM, and Customer Intelligence Systems
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Overview: Rarely does an individual business group own the customer experience across all channels (CTI, agent, self-service)–-in many cases it’s not even the same functional unit. Teams are usually not empowered to work together across corporate boundaries to achieve the best experience for the customer. CTI logs vary greatly in their level of detail depending on the platform. Few companies currently have customer experience owners/divisions to monitor or manage the customer experience from end to end. Clickfox explores CTI, CRM, and customer intelligence in this presentation.